喜来登酒店-前厅培训手册簿

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1、wordPrefaceDear Trainer,I appreciate that you are willing to put effort in training a new co-worker! Thank you!You will train the trainee the ing 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedures and basic information. You will have to

2、provide the trainee with a lot of information and you have to show him/ her a lot of procedures.The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be patient and try to remember how your first w

3、eeks were. At the end it will all work out.The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manual that you need to explain to the trainee,

4、and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.If you have any remarks or other feedback about the manual, please let us know. This is the first draft, so there may be errors in it or not that handy to work with. A

5、ll feedback is wele!With you were are going to make sure that all the co-workers at the Front Office Department know all the standards and all procedures. This way we can provide a 5 star service to the guest, which we can all benefit from!Good luck and thank you!Greetings,Derek van der PollDirector

6、 of Rooms Day 109.00 Introduction DayToday you will meet your trainee. General questions are going to be answered and the trainee is going to look in the hotel rooms (which have to be prepared when the trainee asks for this). The trainee is going to look at the 5th floor and at the 4th floor as well

7、 and has to answer the following questions regarding the rooms and other departments.今天您将见到您的学员。 他们在参观4楼和5楼时，将被问到以下问题：What is our hotel address, phone number, email address and fax number?Sheraton Dongguan Hotel, S256 Provincial Highway, Houjie Town, Dongguan City, Guangdong Province, P.R. China 523

8、962, Tel: (86-769) 598 8888, Fax: (86-769) 590 8888: dongguan.sheratonsheraton.我们酒店的地址，、传真和地址是什么？中国省市厚街镇S256省道莞太路段 邮编：523962：传真： How many hotel rooms does the hotel have?About 500 hotel rooms.酒店共有多少间客房？大约500间。Which floors are smoking and non-smoking?Smoking: 8,9,10,13, 15, 16, 18, 19, 20, 21, 26, 27

9、, 28.Non Smoking: 11,12, 17, 22, 23, 25, 29, 30.哪些吸烟楼层？ 哪些是非吸烟楼层？吸烟：8, 9, 10, 13, 15, 16, 18, 19, 20, 21, 26, 27, 28非吸烟：11，12, 17, 22, 23, 25, 29, 30Which floors are SPG?The SPG floors are 23, 25 and 26.哪些楼层是SPG会员楼层？SPG会员楼层是：23，25，26。What is special about the SPG rooms?The SPG rooms are on a higher

10、floor than the superior rooms.SPG会员楼层有什么特色？SPG会员楼层比高级客房楼层高。Which kind of rooms do we offer?Superior room: King and Twin, smoking and non-smoking: SK, SKN, ST, STN.Deluxe room: King and Twin, smoking and non-smoking: DK, DKN, DT, DTN.Grand view room: smoking or non-smoking, depends on the floor where

11、 they are located. We have 2 twin available: GVK, GVT.All above stated rooms are 42 m2.Deluxe suite: smoking and non-smoking: DS, DSN (90 m2).Executive room: smoking and non-smoking, king and twin: EK, EKN, ET, ETN.Executive suite: smoking and non-smoking: ES, ESN (130 m2).Presidential suite, smokin

12、g, PS, 3018.我们提供哪些房型？高级客房：单人房和双人间，吸烟和非吸烟。豪华客房：单人房和双人间，吸烟和非吸烟。豪华圆景房：吸烟和非吸烟依据楼层而定，有两间圆景双人房。豪华套房：吸烟和非吸烟。行政商务房：吸烟和非吸烟，单人间和双人间。行政商务套房：吸烟和非吸烟。总统套房：吸烟，3018房。Which floors are the executive floors?The 27th, 28th, 29th, and 30th floor are the executive floors.行政楼层房间是在哪几层？行政楼层房间在27，28，29，30层。What is the differ

13、ence between the regular floors/ SPG floors and the Executive floors?The floors are located higher, so in the end there will be a better view and less traffic noises.普通房、SPG会员楼层、行政商务房之间有什么区别？楼层更高，景色更好，噪音更小。哪些房间是残疾人专用房？我们没有残疾人专用房但厕所设有方便残疾人使用的蹲式马桶。Which rooms have a balcony?There are some rooms with a

14、 balcony. Hotel policy states that we are not allowed to open the window for guests, for safety reasons.哪些房间有阳台？我们有一些房间有阳台。 但酒店政策规定为了客人安全起见不允许为客人打开窗户。Which are special suites? And why?2928, 2929 and 2930 are special suites because they have there own sauna in the room. 2928 and 2929 also have a TV i

15、n the bathroom. 2718 has its own special feature of having a huge bathroom.Which rooms are not the best in their category?The rooms located on lower floors can be bothered by the traffic passing by, especially the ones with front side view.哪些房间相对比较差？低楼层的房间比较吵闹。On which floor is the Presidential Suit

16、e?On the 30th floor, the room number is 3018.总统套在哪一层？在第30层，房号为3018。Which newspapers are brought in the morning and to whom?The China Daily and Dongguan City are brought to the rooms in the morning. VIPs will receive1 of these 2 newspapers, as well guests who requested a newspaper. The Financial Time

17、s and the South China Post can be bought as well.我们在早晨会递送哪些报纸，递给谁？中国日报和日报会在每天早晨递送。 会递送给VIP贵宾其中的一份，如果有特别要求需递送报纸的客人也将递送。财务时报和南华早报可以在礼宾部可以买到。Do we accept pets in our hotel?No pets are allowed in the hotel.我们酒店允许客人带宠物吗？酒店不允许饲养宠物。Where are the toilets nearest to the Front Desk?The toilets behind the Fron

18、t Desk.哪些厕所离前台最近？前台后面就是客用厕所。What are the opening hours of the staff canteen?Breakfast: 06.00 Lunch: 10.30 Dinner: 16.30 Midnight snack: 22.30 员工餐厅营业时间？早餐：06：0008: 45中餐：10：3013：30晚餐：16：3019：30夜宵: 22: 30 - 00: 30Can I carry my mobile phone when I am working?No, you are not allowed to bring your mobile

19、 phone to your work place! You have to keep it in your locker andon your break you can use it again.工作时能否带手机？工作时不允许带手机！您可以把手机锁起来，休息时再用。Can I wear my uniform when I am going home?No, the uniform and other related items are property of the hotel. Nothing of the hotel can be taken outside the hotel, in

20、cluding your uniform.下班后还可以穿工作服吗？不能，制服和其他的相关物品都是酒店的财产。酒店的任何东西都不能带出酒店包括制服。What can you see on TV and when does it turn on?SPG TV pops on if the guest activates the electricity.SPG TV客人进门时播放的是哪个频道？SPG 频道。What is in the minibar?Cognac, Whiskey, Gin, Rum, Vodka, White Wine, Red Wine, Local Beer, Importe

21、d Beer, Coca Cola, Diet Coke, Sprite, Tonic, Soda, Evian 330 ml, Evian 1000 ml, Perrier, Orange Juice, Apple Juice, Potato Chips, Mixed Nuts, Ginsen Tea, Oreo Biscuit, Planters Cashews, Planters Peanuts, Cadbury Chocolate, Dove Chocolate Bar, Snickers Bar.迷你吧里面有什么？有干邑白兰地，威士忌，金酒，朗母，伏特加，白葡萄酒，红葡萄酒，本地啤酒

22、，进口啤酒，可乐，健怡可乐，雪碧，汤力水，打水，依云矿泉水，巴黎水，橙汁，苹果汁，土豆片，薯片，果仁，人参茶，巧克力饼干，腰果，花生，吉百利巧克力，德芙巧克力，士力架。Hoe does the minibar work, concerning the billing of the minibar?The guest can fill in the valet or housekeeping will check the usage and then it will be put on the bill. Whenthe guest checks out, we always ask the g

23、uest if he or she used the minibar and call housekeeping to check.迷你吧怎么管理，迷你吧帐单呢？客人将填写迷你吧消费，客房服务员将核对。当客人退房时前台员工一定要再次与客人确认有没有迷你吧消费。What are the costs of the tea and coffee?The tea and coffee in the room are plimentary.茶和咖啡怎么收费？客房里的茶和咖啡是免费的，客人可以免费使用。Hoe does the safe work?811Fsafe is different, The sa

24、fe is open when the guest enters his room. To close the safe, the guest has to enter a 4 digit personal code and then close the door. When the door is closed the guest has to press the “lock key” to lock it pletely. To open, enter the personal code.保险箱是怎么使用的？8-11楼保险箱不同。当客人进客房时保险箱是打开的。关保险箱时客人要先输入4位密码

25、然后关上保险箱。关上后客人要再次按上“Lock”键以确保保险箱锁上。Is it possible to open the windows?For safety reasons it is not possible to open the windows.31）能不能打开窗户？为安全起见，不能打开窗户Where is the phone?On the nightstand, on the desk and in the bathroom. 3 In total.哪儿有？在床头柜，写字台和浴室共有3部Is it possible to call another room? How and does

26、 it involve costs?It is possible to call other rooms as well by dialing an 8 and then the room number. Calling to other rooms is free of charge.客人可以拨打另外客房的吗？可以，只需在房号前加拨“8”。Which number do I have to dial for an outside line?For an outside line you need to dial a 9. If this does not work, call Starser

27、vice.怎样拨打外线？客人在房拨打外线需要在前加拨“9”，如果还不能拨出请拨打明星服务中心的。Are there costs involved in using the internet in the room?No, the use of internet is free of charge in the room.房上网要收费吗?房上网是免费的。Where is the laundry valet?In the closet the laundry valets can be found.哪里可以找到洗衣单？洗衣单在衣柜里。What is in the drawer(s) of the

28、desk?Internet cable, instructions and amenities like, paperclips, stapler, tape etc.写字台抽屉里都有什么？网线，上网说明书，回形针，订书机和订书针。Whatis the red folder for? And what is in it?Guest information about the hotel. As extra there are envelopes, paper, cards SPGform, voice mail instruction etc.红色服务指南在是做什么用的？里面有什么？酒店给客人

29、的各种信息。还有额外的信封，纸和卡片，SPG表，语言信箱使用说明等。Where is the Yellow Pages?In 1 of the nightstands.黄页在哪？黄页在床头柜上。Do all rooms have a bathrobe and slippers?Yes, all rooms have 2 bathrobes and slippers.每间房都有浴袍和拖鞋吗？是的，每间房有两件浴袍，两双拖鞋Where are theroom service valets and the menu?The valets are in the nightstand and the m

30、enu is on the desk or in the night stand as well.送参服务的菜单和预定单在哪里?菜单和预定单都在在床头桌上。Which rooms have an iron and board?All suites have an iron and board, other guests can call for an iron and board.哪些房有烫斗和烫板？所有的套间都有烫斗和烫板。Which rooms have a fax machine?Only PS room has a fax machine. The guests can fax at

31、the Business center or at the EF.哪些房有传真机？只有总统套有传真机。其它客人可以去商务中心接发传真。Where is the scale and how many rooms have one?All rooms have a scale in the bathroom.哪些房间有体重器，有多少房间有？所有的房间都有体重器。What is a DND sign and where can I find it?DND stands for “Do Not Disturb”. A guest can put the DND on if the guest does

32、 not want to be disturbed. The DND is a switch located on 1 of the 2 bedsides.什么是DND以及哪里我可以找到它？DND的意思是：请勿打扰。如果客人拧开了床头的DND按钮，其安在门外的DND灯亮了就意味着客人不想被打扰。How many extra beds does the hotel have?The hotel has more than 10 extra twinbeds.酒店可有多少加床可以提供？酒店大概有10个以上的加床。What kinds of duvets and pillows do we have

33、?Feather and synthetic pillows. The king duvets are feather and the single duvets are synthetic.我们有哪些种类的被子和枕头？羽绒枕和杜邦枕。大床鹅绒被和小床杜邦被。Where is the nearest emergency exit?There are multiple emergency exits, look for them on the floor. In the room there is an emergency exit plan behind the door.最近的安全出口在哪？

34、客房门后有逃生图，请查看。What are the differences between superior/ SPG and Executive rooms?The executive rooms have more amenities, like a rain shower, a digital alarm clockand are located on higher floors. Guests staying in an executive room/ suite can use the EF lounge.普通房、SPG会员楼层、行政商务房之间有什么区别？楼层更高，景色更好，噪音更小

35、。Is it possible to go to other floors by staircase?Yes, this is possible. The stairs are used by staff sometimes and can be used for emergencies.可以走楼梯去其它楼层吗？可以。What are the opening hours of the gym, swimming pool and massage area?Gym: 06.00 Swimming Pool: 06.00 Massage: 12.00 健身房、游泳池和桑那的营业时间。健身房: 05

36、:30-22:00游泳池: 05:30-21:00桑拿：12：0002：00What does the guest need to do in one of these areas?For the gym and swimming pool the guests have to register with their room number and signature. For the massage area there is no registration.客人去以下地方需要什么？健身房和游泳池客人需要登记房号和签名，桑那不需要。What kind of machines are ther

37、e in the gym?Walk machines, bicycle machines, weightlifting machines, dumbbells etc.健身房有哪些机器/跑步机，自行车，举重、哑铃。Where is the possibility to have a shower?There are changing rooms for women and men. In the changing rooms there are lockers, showers, toilets, asteam bathanda sauna.哪里有淋浴/有男女更衣室。再更衣室里有沐浴，厕所，蒸

38、汽和桑拿。Where does the guest get a locker key?When the guest registers, the guest will receive a locker key.哪里得到更衣柜的钥匙？健身房服务台处服务员会发给客人更衣柜钥匙，并做好登记。Day 207.00 StarserviceToday the trainee is going to be at Starservice the whole day. The trainee will learn the telephone etiquette and standards. You have t

39、o tell the trainee about the telephone system, about some parts of the Opera system and explain the emergency procedures. You will start the day with the FO briefing. 今天学员将在总机呆一天，学员将学习礼仪和服务标准。你将告诉学员系统，一些关于Opera的知识和解释紧急情况处理程序。How does the telephone work?Explain how the telephone works. How to use the

40、 telephone, how to connect a call etc. Explain the used buttons, like placing in hold, busy etc.机台操作知识。解释怎么工作，怎样使用，怎样连接等。Within how many rings do you have to answer the phone?You have to answer every call within 3 rings.响几声应接起？响起三声之都应接起。How do you answer the phone when it is an external call?Goodmor

41、ning/ afternoon/ evening, Sheraton Dongguan, this is (name), how may I help/assist you?外线应怎么接起。早上/下午/晚上好，喜来登大酒店，请问有什么可以帮到您的？How do you answer thephone when it is an internal call?Goodmoring/ afternoon/ evening, Starservice, this is .(name), how may I help/assist you?线应怎么接起?早上/下午/晚上好，明星服务中心，请问有什么可以帮到

42、您？What do you say when you put someone on hold? Never just put someone on hold! Always ask if you are allowed to put someone on hold! For Instance: May I place you on hold? 当需要客人等待的时候应怎么说？在让客人等待是先问客人：“请您稍等一下好吗？”How do you look up room numbers and names of guests?Use CTRL F7, this way you will get th

43、e operator system. Show the trainee the difference between checked in, due out, checked in, etc.怎样查找客人和房号？用CTRL F7进入Opera系统 并跟学员解释checked in, due out, non 6 GTD,这些状态。What kind of information is hanging around the switchboard?All kinds of phone numbers of the hotel, its departments and theextension n

44、umbers of staff. 机台上有哪些信息？所以客房，员工的部门和分机号。How do I answer a wake-up call?If a guest calls for a wake-up call, confirm the time, room number and name and write it down. If it concerns a VIP, the wake-up call had to be done personally the next morning, including the weather forecast.如果客人需要叫醒服务时应怎么回答？如果

45、客人需要做叫醒服务，确认时间，房号和并做好记录。接着询问客人是否需要第二天早晨的送餐服务。如果需要则帮助客人做送餐服务并确认好送餐时间。最后，当客人挂断后，拨打送餐部帮客人定餐并在机台做好设置。如果是VIP客人则要在第二天早晨人工叫醒并告诉客人当天的天气情况。How do you insert a regular wake-up call?Show the trainee how to insert a wake-up call and let her/ him make notes.What is CTRL F7?You will get the telephone operator scr

46、een if you press those buttons at the same timeCTRL F7 是什么？同时按下 CTRL F7，你将看到酒店员工界面。How do I give a wake-up call?Goodmorning Mister/ Miss .(name), this is your wake up call. Its.(time). The weather forecast for today is(30 degrees with a lot of sunshine). Mister/ Miss .(name) Have a nice day!怎样做人工叫醒？

47、早上好！某先生/某小姐，这是您点的叫醒服务。今天天气(晴天，气温30度)。 祝您愉快！What do you say if you connect a telephone call with a guestroom or a department?Always tell the guest what you are going to do! If the guest asked for reservations, you will say: I will connect you with reservations, or if it is a person: I will connect yo

48、u to Mister Smith.Always use the word “connect”, never the word “transfer”! If something is not clear to you or you need more information, name the caller always Sir/ Madam if you do not know the name. If you do know the name, use it! Like, “ thank you mister Smith”. Do not forget to inform the pers

49、on or department to tell that there is a phone call and who it is and subject of calling.当你转接去客人房间或其它部门时你应怎么做？在转接时一定要先知会客人！比如客人需要做预定，你将说; “那您稍等，我帮您转接我们的预定部。”或者另外的情况，“ 我将为您转接史密斯先生。”用“connect” 不用 “transfer”. 因为“connect” 更礼貌更专业。如果你不知道客人则称呼 “先生”，“小姐”。如果你知道客人则称呼客人，比如“您史密斯先生。”How do you get an outside lin

50、e?By dialing a 9 first and then the number.怎样拨打外线?在前加拨“9”。What is the downtime report and when is this report made?The downtime report contains the plete information of the hotel, including in-house guests. The report is made every 4 hours at SS. In case the Opera system breaks down, we would still

51、have the information needed.什么是downtime report? 什么时候保存？Downtime report 包括完整的酒店信息和住店客人信息等。明星服务中心将每4小时保存一次。如果出现系统故障，我们将能从保存的Downtime Report 中找到我们需要的信息。How can the guest use the internet, what kind of internet connection is there, and is it free of charge?There are LAN connections in the rooms, which i

52、s free of charge. We have internet facilities in the BC as well, but we have to charge for this service. At the EF we have internet connection as well. We offer 2 puters and a wireless internet connection. In the Renzo lounge we offer free wireless internet as well. 客人怎样上网，是免费的吗？是的，在客房和行政楼层上网都是免费的。行

53、政楼层只对行政楼层的客人免费。客人在商务中心上网是要收费的。How does the paging system works?Insert the correct page number and insert the message. Then press send.呼机系统怎么运作？输入正确的呼机号，输入信息，然后发送。Can you connect a call to a pager?No, this is not possible.可以向呼机转接吗？不能。Who has a pager?Starservice, housekeeping and engineering. Can you

54、connect an outside line with the General Manager?You can connect the caller with Rachel, but only if you know the name and what the subject of calling for is. Then you can connect the caller with Rachel and tell her who it is and why he/she is calling. She will decide what to do with the call.可以把外线接

55、到总经理那儿吗？可以，把它转接道Rachel 那儿，但要为清来电者的和事项，这样Rachel 就能决定怎么处理那个。What is a message?Show the trainee what a message is and how we use it. Show the trainee what kind of messages are possible, to remove one and how to make one. Put a few test messages into a reservation, so that the trainee can see how it loo

56、ks etc. See appendix 40.“Message” 是什么？告诉学员什么是“留言” 和怎么使用留言。可以做什么样的留言，怎么做，怎么接受。在“Reservation” 下做留言，让学员知道怎样看留言。For which kind of faxes is the fax machine at SS?The fax machine of Starservice is only for internal use. For instance; the front desk uses the fax machine for the cancellation of the credit c

57、ards. 明星服务中心的传真机用途是什么？明星服务中心的传真机是部使用的。如 前台的人发传真取消预受权等。What is the number of reservations?88818, 88816 and 88813.预定部的分机是？88818, 88816 and 88813.How do you connect a caller with reservations?Thank you for waiting Sir/Madam, I will connect you with reservations.怎样为客人转接预定部的？请稍等，我帮您转我们的预定部。What are the o

58、pening hours of reservations?From 09.00 till 21.00 Monday to Friday, and Saturday from 09.00 till 17.30.预定部的营业时间是？周一到周五，从早晨9：00点到晚上9：00。Who is taking the reservations outside operating hours?When the EF is still open, they will handle the reservations, otherwise the Front Desk.谁负责预定部下班以后的预定？当行政楼层仍开放

59、时，他们将帮助预定，否则即由前台负责。Where do you find the lost and found forms?At the housekeeping department.哪里可以找到失物认领单。客房部Is it possible for a guest to listen to his voicemail from another telephone?No, it is only possible to listen to the voicemail from the room telephone.其它的客人可以听取语言留言吗?不能，客人只能在客房的上听取留言。Is it po

60、ssible for a guest to listen to his voicemail when he is checked out?It is only possible if there is no one checked in yet and the room is still dirty and not occupied. You can give the guest a key to enter the room again and listen to his/ her voicemail. 当客人退房后可以听取语言留言吗？如果客人退房只有在原客人房间是赃房、空房的情况下才能让客

61、人返回房间听取留言。How do you leave a voicemail without calling and letting the phone ring?No, this is not possible. If you do not want the phone to ring,you can leave a message in Opera and click lamp on. This way the red light on the phone will blink and the guest has to call SS and will receive the messag

62、e entered in the system.怎样在不打和不让响的情况下给客人做语言留言？不，不可能。如果你不想让响，你可以在Opera中点上LampOn并做留言。 这样客人房间的登会红灯闪，客人得打明星服务中心的来听取留言。What do you have to do when an employee calls and asks for an outside line?Employees are not allowed to get an outside line. If they are allowed to have an outside line, they will have t

63、heir own code to get an outside line. You can alwaysconnect employees to the GSM mobile.部员工想打外线能否代拨？部员工不可以通过总机拨打外线。如果他们有拨打外线的密码，他们也可以自己拨打。但是可以为部员工转接GSM 手机。What do you do if a guest asks for an outside line?Say it is no problem and that if the guest would like to have an outside line without having to call SS, the guest has to press the 9 before the telephone number. If a guest at Front Desk asks an outside line, it is not possible.如果是客人要拨打外线呢？没问题。总机可